Consulting to Industry since 1992
Headquartered in Athens Georgia, the Ascent Group, Inc. is a management consulting firm that specializes in improving the customer experience through diagnostic assessments, benchmarking, best practice discovery, and process improvement. We are a leading publisher of customer service journals and reports. As a small firm, we are able to offer clients the on-going attention and project management of a principal of the firm on each of its engagements, as well as the cost efficiencies associated with a firm with very little administrative overhead. Our professional fees are modest, by today’s market standards.
We bring highly experienced consultants to our client engagements. Our team members have more than 25 years of utility consulting experience, including extensive experience in customer service performance improvement engagements. Our firm brings a broad depth of customer service improvement experience and best practices knowledge and is capable of both independent perspective combined with flexible and responsive delivery of consulting services.
In addition to general management consulting services, we provide custom benchmarking and best practice discovery services to companies. Past projects have explored such topics as IVR self-service technologies to broader studies of customer service operating functions, including: Contact Centers, Credit Issuance, Revenue Recovery, Billing, and Remittance Processing.
We also conduct primary research on an ongoing basis to support our consulting assignments and publications. Topics explored include first contact resolution, call quality management, self-service, contact center strategies, eService, and field service delivery.
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